At Ashley & Martin, we’ve been helping people regain confidence through proven hair growth solutions for over 60 years. Our patients trust us with something deeply personal — and when that trust is managed well, it drives both life-changing outcomes and strong commercial performance.
We are seeking a commercially minded Customer Service Specialist who understands that service and sales go hand in hand.
This is a full-time role working 76 hours per fortnight across our Southbank and Gladstone Park clinics, including half-day Saturdays.
Job Description
About the Role
This position combines sales, structured clinic administration and patient servicing, with a strong focus on subsequent enrolment conversations and retention performance.
Your core focus will be:
Managing existing patients throughout their treatment journey
Contributing directly to clinic revenue performance
This is not a passive servicing role. You are accountable for engagement, follow-through and influencing continuation decisions. Your ability to build trust and confidently guide commercial conversations will directly impact clinic performance and your own progression over time.
What You’ll Be Responsible For
Patient Engagement & Retention
Build strong, long-term patient relationships
Monitor progress and confidently discuss next-stage treatment plans
Proactively follow up to secure re-enrolments
Take ownership of retention and conversion outcomes
Maintain high patient satisfaction while driving commercial results
Clinic Operations & Administration
Manage CRM, patient records and documentation accurately
Process payments and reconcile daily takings
Coordinate appointments and reception enquiries
Ensure compliance with internal processes and confidentiality standards
Manage stock and day-to-day clinic operations
Strong administration underpins strong sales performance. Attention to detail matters.
Performance & Accountability
Take ownership of follow-up metrics and enrolment outcomes
Contribute to total clinic performance, not just individual tasks
Work closely with the clinic team and GPs to optimise patient journeys
Desired Skills and Experience
Why This Role Stands Out
You influence revenue, not just service experience
Incentives are linked to performance
Clear progression pathway
Stable, established brand with long-term opportunity
Supportive team with structured development
This is ideal for someone who enjoys achieving targets but prefers relationship-based selling over high-pressure tactics.
What We’re Looking For
Strong customer-facing experience (retail, health, hospitality, consultative sales or admin)
Experience in a sales environment
Confidence discussing outcomes, value and next steps
Natural ability to build rapport and guide decisions
Comfort being measured on follow-up and enrolment performance
Strong organisational and systems capability
A growth mindset and interest in long-term progression
Previous sales experience is highly regarded. Experience converting existing customers or upselling within a service environment will be viewed favourably.
What We Offer
Competitive base salary
Clinic success incentives
Structured onboarding and ongoing commercial training
Clear progression pathways
Additional paid wellness days
Long-term career stability within a 60+ year brand
If you are commercially driven, relationship-focused and ready to take ownership of both patient outcomes and performance — we’d welcome your application
